Patient Experience Representative (Primary Care Longwood - front desk)

Boston Children's Hospital - Boston, MA (30+ days ago)4.2


At Boston Children’s Hospital, success is measured in patients treated, parents comforted and teams taught. It’s in discoveries made, processes perfected, and technology advanced. In major medical breakthroughs and small acts of kindness. And in colleagues who have your back and patients who have your heart. As a teaching hospital of Harvard Medical School, our reach is global and our impact is profound. Join our acclaimed Primary Care Center and discover how your talents can change lives. Yours included.

The Patient Experience Representative (Front Desk) will be responsible for:
Check-in and out of a patient volume of over 46,000 visits per year.
Managing outside patient medical records collection
Answering internal phone lines as well as helping with Call Center calls.
Newborn scheduling.
Internal and external referral scheduling, as well as providing support for patient appointment adherence.
Teaching clinic cancellation (PCL Resident transfer process- Clinic has over 70 residents on staff).
Providing positive and effective customer service that supports departmental and hospital operations.
Collaborating and communicating with referring providers and practices to facilitate management of complex patient issues.
Greeting and directing patients, families and visitors.
Communicating with clinicians and/or supervisor and routing patients/visitors to maintain efficient patient/visitor flow.
Collecting and organizing medical records, information, materials and supplies required for admissions or encounters. Preparing requisitions and other standard forms as requested by clinician or supervisor. Verifying, recording and processing patient demographics, insurance/payment and referral information for patient encounters. Collecting all necessary clinical documentation and information.
Collecting, compiling and forwarding related documentation for reimbursement.
Reconciling payments and preparing deposits providing an accurate accounting of funds. Providing an accurate record of transactions in the Hospital systems. Facilitating and directing communication with Financial Counseling.
Answering, screening and routing telephone calls. Recording and forwarding messages and triaging calls for urgent information or services. Responding to requests for routine information or assistance within scope of knowledge and authority. Initiating call for emergency services as required.

To qualify, you must have:
A high school level of educational development and one to two years of previous experience such as customer service, administrative, or experience in a health care setting.
The ability to communicate effectively both orally and in writing and provide empathy in difficult interpersonal situations.
The ability to work with diverse internal and external constituencies.
Bilingual Spanish – English a plus.

The Primary Care Longwood is open 83.5 hours out of the week with evening, Saturday and Sundays hours. This is a 40 hour/week position, which may include weekends and evenings. Tentative schedule is M-F 11a-7:30p. Flexibility is a must.

Boston Children’s Hospital offers competitive compensation and unmatched benefits, including a flexible schedule, affordable health, vision and dental insurance, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition Reimbursement, and discounted rates on T-passes (50% off). Discover your best.

Boston Children’s Hospital is an Equal Opportunity / Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.